The importance of choice attributes and the positions of the airlines within the South African domestic passenger airline industry as perceived by passengers at Durban International Airport

Abstract

This exploratory study sought to determine what customers perceive to be the most important attributes when choosing their passenger airline within the South African domestic airline industry. In line with positioning research protocol, respondents then evaluated the performance of each airline on those attributes. The attributes that respondents perceived to be important in their airline selection and that differentiated amongst competitors within the domestic passenger airline industry were safety, punctual/reliable flights
and low price. However, respondents indicated that they were only prepared to sacrifice Voyager Miles, and legroom and onboard space for lower prices. The positions of the traditional as well as low-cost airlines operating in the South African domestic market are plotted on positioning maps using the determining dimensions as axes.

Key words: positioning, South African airline industry, determinant attributes